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Retail – Driving Customer Loyalty In A Digital Era

Supported by Emarsys

Summary

Much has been written about the massive changes that the pandemic has wrought on to the retail industry. Much of this change was happening anyway, but the forced changes to consumer behaviour accelerated the process.

This acceleration caused many issues as well as opportunities. Investment strategies were stretched, stocking forecasts were blown out of the water, technology was found wanting and teams had to cope with this whilst also working in new ways, mainly remotely.

For many merchants the key question now is “what’s next?”. Will the current growth in online continue, will store openings see a return to previous purchasing patterns and what will customer expectations look like in the future?

This report looks to address some of these challenges and provide insight from our report partner, Emarsys.

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